Manager, Web Hosting - Technology Services

Manager, Web Hosting
Technology Services

Technology Services is seeking a Manager to join our team. This individual will manage staff and activities associated with providing campus service offerings in the Web Hosting area that utilize IT platforms such as cPanel and WordPress. Responsible for the overall day-to-day management, guidance and development of employees, the ideal candidate is a fair and consistent leader that is process-oriented and customer-focused. Hybrid work options may be available for this position, with the ability to be on-site at the University of Illinois Urbana Champaign campus needed per the University's Workplace Flexibility policy. Sponsorship for work authorization is not available for this position.

Why Work at Technology Services?
Highlights of Employee Benefits

Job Summary
Provide management of service teams within Technology Services, charged with overall operational responsibility of services assigned to those teams. Manage staff and activities associated providing campus service offerings in the Web Hosting area such that utilize IT platforms such as cPanel and WordPress. Responsible for the overall day-to-day management, guidance and development of employees. Act as a service offering owner in the areas of web hosting and website management applications.Duties & Responsibilities

Provide management oversight of staff within service teams.

• Accountable for consistent application of management policy for staff that ensures an open, inclusive, diverse and fair working environment.
• Responsible for the selection of staff, setting staff goals, daily workflows, conducting performance appraisals, career development, succession planning, coaching and mentoring.
• Work with Leadership and other Managers to proactively communicate and follow up on changes and initiatives.
• Develop and maintain accurate budget and resource allocation information, including annual or as needed budgets for operational support activities.
• Understand the applicable processes and procedures of the organization and makes recommendations in the continuous improvement of those processes and procedures, providing for management analysis and recommendations on improvements.
• Prioritize and direct operational support activities, as well as make work assignments to staff, matching task requirements to skills.
• Guide teams in aligning with organizational, campus, and university goals.
• Ensure staff receive proper training and development.
• Work with leadership to determine and plan for future operational needs.

Management of service delivery and processes

• Ensure that service management best practices are being followed for enterprise services to campus. This
  includes escalated incident and problem management, capacity planning, release management, change control, monitoring, application security and assessment, disaster recovery and business continuity planning as appropriate to a service.
• Provide management reports, analyses, data and information for administrative purposes.
• Ensure that staff are seeking input from campus constituents for improvement of services.
• Understand the applicable processes and procedures of the organization and make recommendations in the
  continuous improvement of those processes and procedures, providing for management analysis and recommendations on improvements.
• Provide technical subject matter expertise where applicable and needed, including service ownership, service delivery, project management, change management, and lifecycle management.
• Develop and maintain service life cycle road maps that account for future growth, capacity, functionality needs, and when warranted, retirement.
• Develop business case justification and cost/benefit analysis for new and existing service initiatives.
• Manage relations and support agreements with key vendors and/or partners to ensure timely and effective technical or service planning support and incident response.

Deliver quality services to customers

• Advocate for excellent Customer Service throughout the unit and by partnering with the Technology Services Help Desk unit to set and manage the expectations of customers.
• Act as an advocate for Technology Services customers in service planning and deployment across the organization.
• Ensure that processes and procedures are followed, reviewed, and approved when applicable.
• Seek active engagement with campus partners and constituents. Resolve customer satisfaction issues.

Minimum Qualifications

Any one or any combination totaling 5 years (60 months) from the following categories:

College coursework which includes Information Technology (IT), IT Management, Programming, IT Systems, or a closely related discipline, as measured by the following conversion table or its proportional equivalent:

30 semester hours equals one (1) year (12 months)

Associate's Degree (60 semester hours) equals eighteen months (18 months)

90 semester hours equals two (2) years (24 months)

Bachelor's Degree (120 semester hours) equals three (3) years (36 months)

Work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field, which includes supervisory or lead worker capacity.

Demonstrated experience in a supervisory or lead capacity in an IT environment.

Preferred Qualifications

Bachelor's Degree preferred in Computer Science, Information Technology or other relevant field.

Seven (7) years of experience in information/educational technology field.

Five (5) years of experience in higher education IT services.

Demonstrated experience administering applications or services using IT Service Management processes and principles.

Experience deploying and administering enterprise services .

Broad knowledge of web hosting and/or website management technology.

ITIL 3 Foundation or ITIL 4 Foundation certification.

Professional Leadership or Manager Training.

Educause Professional Certifications or programs such as Managers Institute.

Knowledge, Skills and Abilities

• Excellent oral and written communications skills
• Knowledge of the systems and operations used within the areas and departments of responsibility
• Ability to oversee and coordinate activities of assigned staff
• Ability to effectively communicate with other colleagues, supervisors, administrative staff, and other campus/agency units
• Ability to identify and resolve technical and personnel problems
• Ability to effectively communicate and professionally interact with all staff levels
• Ability to effectively collaborate in a team environment

Appointment Information

This is a 100% full-time Civil Service 5030 - Information Technology Manager/Administrative Coordinator position, appointed on a 12-month basis. The expected start date is as soon as possible after the closing date. The budgeted salary range for this position is $95,000.00 to $110,000.00. Salary is commensurate with experience.

Sponsorship for work authorization is not available for this position.

For more information on Civil Service classifications, please visit the SUCSS web site at https://www.sucss.illinois.gov/pages/classspec/default.aspx.
Application Procedures & Deadline Information

Applications must be received by 6:00 pm (Central Time) on April 7, 2025. Apply for this position using the Apply Now button at the top or bottom of this posting. In order to be considered as a transfer candidate, you must apply for this position. Applications not submitted through https://jobs.illinois.edu will not be considered.

To complete theapplication process:
Step 1) Submit the Staff Vacancy Application using the "Apply forPosition" button.
Step 2) Submit the Voluntary Self-Identification of Disabilityforms.
Step 3) Upload your cover letter, resume (monthsand years of employment must be included), and names/contact informationfor three professional references.

If required by the position, transcripts or other documentation of credentials are to be provided no later than the first day of employment. For further information about this specific position, please contact Dallas Johnson at dallas1@illinois.edu. For questions regarding the application process, please contact 217-333-2137.

The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify.

Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Accommodations may also be requested on the basis of pregnancy, childbirth, and related conditions, or religion. Requests may be submitted through the reasonable accommodations portal, or by contacting the Accessibility & Accommodations Division of the Office for Access and Equity at 217-333-0885, or by emailing accessibility@illinois.edu.

Requisition ID: 1029811
Job Category: Technical
Apply at: https://jobs.illinois.edu